This agreement sets out what Carvidmarine LLC ("Carvid Marine", "we", "us") commits to for availability and support, and what you get when we fall short. It forms part of our Terms of Service.
Targets
| Network availability | 99.9% |
|---|---|
| Colocation power, A+B feeds (quarter rack) | 99.95% |
| Colocation power, single feed (1U, 2U) | 99.9% |
| Dedicated hardware replacement | 4 business hours from diagnosis |
| Support first response | 4 business hours |
Network availability means your service can send and receive traffic through our upstreams. It's measured from our monitoring, in whole minutes, over a calendar month. Business hours are 09:00–18:00 UK time, Monday to Friday, excluding UK bank holidays.
Service credits
| Below 99.9% | 5% |
|---|---|
| Below 99.5% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
Credits don't stack. You get the credit for the lowest band your availability falls into. Credits apply only to the affected service, are capped at 50% of its monthly fee, and are taken off your next invoice. They can't be paid out as cash.
What doesn't count
- Scheduled maintenance announced by email at least 48 hours ahead, up to 4 hours a month.
- Problems caused by your software, configuration or equipment, or by your own customers.
- Suspension under our Acceptable Use Policy or for non-payment.
- Denial-of-service attacks aimed at your IP addresses, and blackholing used to stop them.
- Events outside reasonable control, such as utility failures beyond the facility's backup systems, natural disasters or government action.
How to claim
Email [email protected] within 30 days of the end of the month in which the outage happened. Include the service ID and the dates and times affected. We check claims against our monitoring and reply within 10 business days.